8ix Zenith Community Edition

Transcription

1 8ix Zenith Community Edition Basic PBX Administration Manual v1.0 Team 8lien Aug 2009

2 ja0908 v1.0 Page 2 of 14 Table of Contents INTRODUCTION...3 SPECIFIC GUIDELINES (DO'S AND DONT'S)...3 BASIC 8IX ZENITH SETTINGS...4 EXTENSIONS...4 Adding an Extension...4 Editing an Extension...5 Deleting an Extension...5 INBOUND ROUTE...5 OUTBOUND ROUTE...6 Adding an Outbound Route...6 CALL QUEUES...6 Adding a Call Queue...6 RING GROUP...7 Adding a Ring Group...7 CONFERENCING...8 Add a Conference...8 PIN SET...8 Adding PIN Set...8 PAGING AND INTERCOM...9 Add a Page Group...9 MUSIC ON HOLD...9 The default MOH...9 Adding Music Category...9 Deleting a Music Category...10 Deleting a Music Category...10 Uploading music files...10 Deleting a music file...10 SYSTEM RECORDINGS...10 Add a Recording...10 INTERACTIVE VOICE RESPONSE (IVR)...11 CALL RECORDING...12 Recording Incoming/Outgoing Calls...12 Recording Conference Calls...12 LOGS AND REPORTS...12 CALL DETAILS RECORDS...12 ASTERISK RECORDING INTERFACE or ARI...13 SUPPORT and FEEDBACK...14

3 ja0908 v1.0 Page 3 of 14 Basic PBX Administration Manual 1. INTRODUCTION A very helpful tool and will be visited, checked and updated most often when the 8ix Zenith is implemented is the 8ix Zenith GUI. This is an easy road for the telephony administrator to effectively manage and setup 8ix Zenith's inherent features. Since 8ix Zenith is Asterisk-derived, conventions used in the system may be a bit Greek to a non- Asterisk user. However, this manual will discuss all the configurations needed to make your 8ix Zenith up and working. 2. SPECIFIC GUIDELINES (DO'S AND DONT'S) 2.1. There are fields and sections in the 8ix Zenith GUI that won't be discussed here in the Basic PBX Administration Manual. It doesn't mean though that these have nothing to do with your 8ix Zenith setup. It is just the exact opposite. Changing these settings (blank or in default vaules) may greatly affect your 8ix Zenith network. We therefore recommend that unless you intimately know and is deeply acquainted with administering your 8ix Zenith, follow the basic configurations that will be discussed here Everytime you make changes (ex. added an extension, edited a field, deleted a user), aside from clicking the Submit button, 8ix Zenith must confirm and apply these changes in your IP-PBX network. There will be a prompt on the upper right portion of your 8ix Zenith panel: Reload Required Apply Configuration Changes (will be referred as Apply Changes in this documentation) link whenever changes have been made. Click this link to accept and apply any changes made in your 8ix Zenith setup.

4 ja0908 v1.0 Page 4 of Do not, or better, NEVER share your username and password. 3. BASIC 8IX ZENITH SETTINGS These are the basic settings that you can configure in 8ix Zenith: 3.1. EXTENSIONS. This are the numbers or locals that can be dialled from any other extension. Conventionally, this is a three to four digit number, although any length is possible (if and only if you want to delay calls) INBOUND ROUTE. This configures the destination of your incoming trunk calls OUTBOUND ROUTE. This configures your outgoing trunk calls CALL QUEUES. This allows you to manage high volume incoming calls RING GROUP. This also manages your incoming calls, like Call Queue does, only that it defines a group of phones or extensions. This can also be called as a virtual extension CONFERENCING. In 8ix Zenith, this is defining a local number to be used as a Conference Room PIN SET. This allows you to define a set of PINs to allow users to make outgoing calls, if enabled in the Outbound Route PAGING AND INTERCOM. This allows you to set a number (or a paging group) to dial and the phones (that supports paging feature) automatically picks it up, go hands free and play through their speakers what the caller paged MUSIC ON HOLD. This allows you to configure the music to be played when a caller is on hold or waiting for the call to be picked up SYSTEM RECORDING. This allows you to use your pnone or extension to record an announcement that you can use as a voice prompt INTERACTIVE VOICE RESPONSE (IVR) or DIGITAL RECEPTIONIST. This allows you to setup your auto-attendant or that which your callers hear when dialling your trunkline/s CALL RECORDING. This allows you to configure what calls from or to an extension is recorded. A conference call can also have this feature since a conference room is treated as an extension number LOGS AND REPORTS CALL DETAILS RECORD. This shows the summary of call logs: the date, the source, the destination and the duration of the call ASTERISK RECORDING INTERFACE (ARI). When the call recording is enabled or activated, this is where you can retrieve the recorded calls. 4. BASIC 8IX ZENITH PBX SETUP 4.1. EXTENSIONS (PBX Admin > Setup > Basic > Extensions) Adding an Extension. Set up the following fields: Device. From the dropdown, select Generic SIP Device or Generic IAX2 Device depending on what you are setting up, then select Submit.

5 ja0908 v1.0 Page 5 of 14 Under the Add Extension section, define the following: User Extension. This is the extension number that you are assigning to the user. Display Name. This is the user's caller ID. Do not include the assigned user extension here. Under the Device Options section, define: Secret. This is the password used to authenticate the device. Under the Recording Options section, set the following: Record Incoming. Select Never. Record Outgoing. Select Never. Click Submit when done and Apply Changes Editing an Extension. Extensions List Click the extension you want to edit from the extensions list. This will open the Edit Extension page. Edit the values or information related to the accessed extension. Click Submit and Apply Changes Deleting an Extension. Select the extension from the extensions list. This will open the Edit Extension page. Click the Delete Extension link. Edit Extension Page Apply Changes after deletion INBOUND ROUTE (PBX Admin > Setup > Inbound Call Control > Inbound Routes) As initial setting, skip all settings and go to the Set Destination

6 ja0908 v1.0 Page 6 of 14 section. Click the Extensions radio button and from the dropdown, select an extension number to answer your incoming calls. Submit and Apply Changes OUTBOUND ROUTE (PBX Admin > Setup > Basic > Outbound Routes) By default, 8ix Zenith configures that all your outgoing trunk calls has a dial pattern of 9+phone number (of unlimited digits), thus the Asterisk convention of 9. on the Dial Patterns box. You can also add outbound routes for fall-through and multiple paths Adding an Outbound Route. Click Add Route. Set these fields: Route Name. Describe the outbound route that you want to set up, i.e. Local, Long Distance, Toll-free Route Password. This is the password that users need to key in to make the outbound call. PIN Set: If already created, select the PIN set that will have access to the Outbount Route. Note: Leave the Route Password blank if you will implement PIN set to unrestrict users of an outbound route. Music On Hold: Select an MOH if you want to enable this feature. Dial Patterns: This is unique set of digits that is used to match the numbers that will be dialled out by the user. The dial pattern follows this rule: X matches any digit from 0-9. Z matches any digit from 1-9. N matches any digit from 2-9. [1237-9] matches any digit or letter in the brackets, which in the given example are 1, 2, 3, 7, 8 and 9.. ( period as wildcard) matches one or more characters - separates a dialling prefix from the number like for example, 9 NXXXXXX would match when someone dials but would only pass to the trunks. Trunk Sequence. This will be the order of where the call will be routed after the dial patterns are matched. Submit and Apply Changes CALL QUEUES (PBX Admin > Setup > Inbound Call Control > Queues) This is another intelligent feature as it allows you to handle highvolume of incoming calls like you would expect from a Call Center or a Customer Service division Adding a Call Queue. Click Add Queue.

7 ja0908 v1.0 Page 7 of 14 Set these fields: Queue Number: This is the number that users (or in a call center setup, agents) dials to be put in the queue. To log in to the queue, dial the Queue Number followed by an asterisk; two asterisks to log out. (Ex. 903* to log in, 903** to log out) This also acts as an extension number that callers dial to be received by users/agents who are in the queue. Queue Name: This is a descriptive name for the queue and is used for ease of identification. Static Agents. These are the devices (or extensions) that are always logged in the queue (and cannot log out, unless removed from the list). Select a Ring Strategy under the Queue Options section. ringall. Ring all available agents until one answers. (Default) roundrobin. Take turns ringing each available user/agent. leastrecent. Ring agent which was least recently called. fewestcalls. Ring the agent with fewest completed calls. random. Ring users/agents in no particular order. rrmemory. Round robin with memory. Remember the last one rung and let it pass. Submit and Apply Changes RING GROUP (PBX Admin > Setup > Inbound Call Control > Ring Groups) This is just like the Queue feature without the extra functionality like being able to log in and out of the queue Adding a Ring Group. Click Add Ring Group. Set these fields: Ring Group Number: This is the number to be dialled to reach the group. Group Description: This is the descriptive name of the group. Ring Strategy: Select from the following: ringall. Ring all channels at the same time until one picks up. hunt. Take turns ringing all available extensions. memoryhunt. Ring first extension in the list, then ring the 1 st and 2 nd extensions, then 1 st 2 nd and 3 rd extensions... etc. Extension List: List all the extensions that are members of this group. Submit and Appy Changes.

8 ja0908 v1.0 Page 8 of CONFERENCING (PBX Admin > Setup > Internal Options & Configurations > Conferences) This lets you define a single extension or a number that users can dial in to have a conferencing facility Add a Conference. Click Add Conference. Set these fields: Conference Number: This is the number that users dial to join the conference. Conference Name: A descriptive name for the conference. User PIN: If set, callers have to enter the PIN to join the conference. Admin PIN: If set, and if the Leader Wait option is set to Yes, then conference won't start unless the Admin PIN is entered. Also, callers will hear the Music on Hold (also if MOH is set to Yes). Conference Options: Join Message: Select what callers will hear upon joining the conference. To add another option to this list, go to System Recordings. Leader Wait: Choose Yes to wait for the leader to arrive before starting the conference. Quiet Mode: Do not play any sound when a caller enters/leaves the conference. User Count: Caller, upon joining the conference, hears an announcement of how many are in the conference. User Join/Leave: Make an announcement when a caller joins/leaves the conference. Music on Hold: When set to Yes, an MOH will be played when there is a single caller in the conference. Record Conference: Set to Yes to record the conference. Submit and Apply Changes PIN SET (PBX Admin > Setup > Internal Options & Configurations > PIN Sets) Adding PIN Set. If you want to restrict outbound calls, you can create a range of PIN sets and distribute each to users authorized to make outbound calls (as defined in your outbound routes). Click Add Password Set.

9 ja0908 v1.0 Page 9 of 14 Set these fields: PIN Set Description: Set a descriptive name for your PIN set. PIN List: This is the list of PINs or phone passwords. Submit and Apply Changes PAGING AND INTERCOM (PBX Admin > Setup > Internal Options & Configurations > Paging and Intercom) This can be utilized if and only if the phone supports the paging functionality and its feature enabled. This is useful in a small office environment where the phones are used as intercom Add a Page Group. Click Add Paging Group. Set these fields: Paging Extension: This is the paging number to be dialled. Group Description: This is the descriptive name of the group being paged. Device List: Select from this list members of the paging group. Options: Force if busy. If checked, this means that the system won't check if the device is in use. Duplex. If checked, the receiver of the page may use his/her device to answer the page. Submit and Apply Changes MUSIC ON HOLD (PBX Admin > Setup > Internal Options & Configurations > Music on Hold) The default MOH. This is the default Music on Hold in 8ix Zenith Adding Music Category. You can personalize or customize your MOH. So that you can organize your MOH, it is advisable to add music categories which you can also use set as MOH when a caller, for example, dials a queue number or joins a conference. Click Add Music Category Assign a Category Name Submit and Apply Changes. Note: After adding a music category, you can then upload music files under this category.

10 ja0908 v1.0 Page 10 of Deleting a Music Category. From the MOH menu, select the Music Category to be deleted and click: Delete Music Category [Name of Music Category] Note: All the music files under that category will also be deleted (but not deleted from the server. Click Apply Changes after deletion Uploading music files Select the Music Category where you want to upload your music file/s. Click Browse to locate the music files that you want to upload. Repeat this procedure if you want to upload additional music files. Click Enable Random Play if you want your MOH to play music under this category in no particular order. Apply Changes Deleting a music file Select the Music Category where the music file is located. Click the delete icon delete. beside the filename of the music file that you want to Apply Changes SYSTEM RECORDINGS (PBX Admin > Setup > Internal Options & Configurations > System Recordings) In 8ix, you can do a recording using any device defined in your 8ix, or upload an audio/record file. The recordings can be used as announcements in IVR, Conference, Queue and Ring Group Add a Recording Click Add Recording. Define the extension where you will do the recording and click GO. Lift the extension's handset, dial *77 to start recording. To finish recording, dial * (asterisk) then # (pound). Dial *99 to listen to the recording. To re-record, dial *77. To save, dial * (asterisk) followed by # (pound). Define Name this Recording: A descriptive name for the recording, and must be unique for ease of identification when used.

11 ja0908 v1.0 Page 11 of 14 Click Save and Apply Changes INTERACTIVE VOICE RESPONSE (IVR) or DIGITAL RECEPTIONIST (PBX Admin > Setup > Internal Options & Configurations > IVR) You have experienced calling a company and hearing an automated voice prompt saying, Thank you for calling TelcoXYZ. For billing concerns, press 1... blah blah. This is called an IVR or the Digital Receptionist. You can set up instructions so your caller can select his/her own destination Add an IVR Click Add IVR. There are two main sections in this page, the IVR details and the Options configuration. Set these fields: IVR Details Change Name: Define how you want to call your IVR. Announcement: This is the System Recording that will be played when callers enter the IVR. You can also set this field to None. Options. This configures the destination of the call when invoking the settings that you have defined. IVR Options Option Box. This is the box on the left where you can enter numbers 0 9, * and #. Other options are i and t. i: This is the destination used when a caller enters an invalid option. For example, only 1, 2 and 3 have destinations. If a caller press 4, it will jump to this destination. By default, if there's no set i destination, the current menu will be replayed. After the third attempt, the call is hung up. t: This is the destination used when a caller does nothing. Usually, this call goes to the operator. By default, when t is invoked, the current menu will be replayed thrice, then the call is hung up.

12 ja0908 v1.0 Page 12 of 14 Settings. This is the destination of the call when your set option is invoked. Click Save and Apply Changes CALL RECORDING Recording Incoming/Outgoing Calls You can record ALL INCOMING and ALL OUTGOING calls of an extension when this feature is activated. To enable this feature: Go to PBX Admin > Setup> Basic > Extensions Select the extension from the extensions list. Go to Recording Options. To record all Incoming Calls, select Always for Record Incoming field. To record all Outgoing Calls, select Always for Record Outgoing field. Click Submit and Apply Changes Recording Conference Calls You can record all the calls made during a Conference. To enable this feature: Go to PBX Admin > Setup > Internal Options & Configuration > Conferences When adding a new conference, Select Yes to Record Conference under the Conference Options section. Click Submit Changes and Apply Changes. 5. LOGS AND REPORTS CALL DETAILS RECORDS (Main Panel: CDR PBX Admin > Reports Panel) This shows the summary of call logs: the date, the source, the destination and the duration of the call. This is the filter options window in CDR. You can view, print and save reports on the Call Detail Record menu. Customized report can also be generated using these filter options.

13 ja0908 v1.0 Page 13 of 14 Selection of the month/day. Select a month or day range. Destination: This is the number or the extension called. Source. This is the extension or the number where the call originated. Channel: This is where the call went through. (SIP/IAX2/Local) Duration: Can be defined as minutes or seconds. Here is an example of a Call Detail Record report, with filtering options supplied: Note: In the report above, the Clid column refers to Caller ID. To show the number of incoming trunk calls (column Source), you must be subscribed to the telco's caller ID feature. The report generated can be exported and saved as PDF or CSV file ASTERISK RECORDING INTERFACE or ARI (RECORDINGS). When the call recording enabled or activated, this is where you can retrieve the recorded calls. Just a refresher, when you configured or added an extension (Section 4.1.1), there were two fields there that you set up: (a) User Extension, and (b) Secret. You will use these as your login information in ARI. This means that to retrieve or listen the recordings for User Extension 103, you need to enter the password or that which you setup as secret in the Extensions menu for extension 103.

14 ja0908 v1.0 Page 14 of SUPPORT and FEEDBACK For any suggestions or comments regarding this documentation, please us at If you need technical support with regard 8ix Zenith, us at You may also want to be in the 8ix Zenith loop: 8ix Zenith CE Microsite Bugs, Fixes and Feature Requests Forum and Discussion Mailing List